Salesforce Cases: Pulling your fields from Salesforce

When you set up the Fin Messenger channel and connect to Salesforce, Fin will pull all of your Contact and Case fields from Salesforce.

This allows you to use those fields when you build your workflow, where you can create branches (so certain users are handled differently), or set data on your fields.

Fin keeps these fields in sync with any changes in Salesforce by checking for any updates when its first assigned to case.

	System fields System fields such as ID and Name will always be synced and cannot be removed from the Fin platform as they're required.
	Custom fields Custom fields that you've created in Salesforce can be removed from the Fin platform if you don't need them.
	Syncing new fields You can sync new fields from Salesforce using the "+" button.

How do Salesforce fields map to Fin's attributes?

Fin has its own data system with similar objects to those in Salesforce.

Salesforce Contact fields = Fin People data

Salesforce Contact fields are synced into Fin as People data

You can manage them by going to: Settings > People data.

Fields that are synced from Salesforce are indicated via the Salesforce cloud icon.

Within the People data settings page, you'll notice that there's other attributes as well as those that you've synced in from Salesforce. These are default attributes that Fin collects from your users and can be passed back into Salesforce, if you choose (see "Push" section below). You can also create new people attributes within the Fin platform.

Salesforce Case fields = Fin Conversation data

Salesforce Case fields are synced into Fin as Conversation data

You can manage them by going to Settings > Conversation data.

Fields that are synced from Salesforce are indicated via the Salesforce cloud icon.

In the Conversation data settings page, you can also create new attributes within the Fin platform. These can be passed back into Salesforce, if you choose (see "Push" section below).

Salesforce Cases: Pushing data back to Salesforce

Fin updates cases with data each time it responds or when it needs to escalate to your team because it can't provide an answer.

What data does Fin push to the Salesforce Case object?

Fields	Pushed when?	Value
FinInvolved	Each case sync	True (default: false)
FinResolutionState	Each case sync	Soft Resolution / Hard Resolution / Abandoned / Routed to team
OwnerId	As part of hand-off	Configured by step. Salesforce User or Queue Id.

Populate additional data

You can also populate case fields by using Set data, Collect data and AI Category detection steps in Workflows.

Handing off to your team when Fin can't answer

When Fin can't answer, you can use "Hand-off to team in Salesforce" in your workflow. This enables Fin to re-assign the case to your selected owner in Salesforce.

	Hit "Add step", and select "Hand-off to team in Salesforce".
	To select an owner for the case, first click to expand the drawer. Then pick a Queue or User in Salesforce who should own the case.

Using Workflows to populate data

For all options above, you can populate fields that get pushed into Salesforce by using the "Set data", "Collect data" and "AI category detection" functions within your workflow.

Setting data manually

Using "Set data" allows you to enter a manual value. Its most useful on branches of your workflow where you know what a value should be based on the path a customer took.

	Go to the workflow for your channel Hit "Add step" at the right part of the workflow Select the "Set data" option
	Pick the field that you like to populate – the fields that you synced from Salesforce can be identified by the Salesforce cloud icon The data you set will be pushed to Salesforce when a case is created or the chat is handed off to a Salesforce agent

Collecting data from the customer

Using "Collect data" allows you to ask the customer to enter the information via a form in the Fin Messenger.

	Go to the workflow for your channel Hit "Add step" at the right part of the workflow
	Select the "Collect data" option
	Pick the field that you'd like the customer like to populate – the fields that you synced from Salesforce can be identified by the Salesforce cloud icon The data you set will be pushed to Salesforce when a case is created or the chat is handed off to a Salesforce agent

Using AI category detection to populate data

AI category detection means that Fin can populate list fields for you automatically.

	To do this, you'll need to enter a description for each list item, so Fin knows which one to select. You can do this by going to: Settings > Salesforce integration Click the (list) field that you'd like Fin to populate and enter descriptions
	Now to trigger the AI category detection: Go to the workflow for your channel Hit "Add step" at the right part of the workflow Select "AI category detection"
	Now select the field that you'd like Fin to populate. As mentioned above, you need to have added descriptions to each list value first.

Your case fields will be populated in Salesforce

Whichever method you chose to populate your case fields (setting data, collecting data, or AI category detection), once set up, you'll see that Fin enters values on your Salesforce cases.

Note: You might need to hit Edit in the top right to see these fields unless you've adjusted your default case layout to display them.

Salesforce Cases: How is data synced?